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FAQ

Frequently Asked Questions

Mobile Number Portability

GENERAL ISSUES

Porting is the term used by the operators (or service provider) to describe the process which moves your mobile or fixed/landline telephone number from one operator to another.

When will number portability begin?

You will be able to use the Guyana LNP service from the 10th day of February 2025. The Local Number Portability service is available to all fixed and mobile subscribers from the three (3) participating service providers; ENet, Digicel and GTT.

Will I be able to port my landline number to a mobile operator/phone service or vice versa?

No, numbers can only be ported between operators for the same service, i.e. ports can only be made between one mobile operator to another mobile operator and/or one fixed operator to another fixed operator.

How much will it cost me?

There are no charges for you to port your number. All porting (or switching) charges will be met by the service providers/operators.
But there may be a cost for unlocking your handset, if you desire to use a locked handset with your new service provider, once you have ported your number. You may wish to check with your current provider if handset unlocking charges will apply before you start the porting process.

Where can I get more information about number portability?

The Public Utilities Commission has published information on number portability on its website at www.puc.org.gy. You may also visit the Public Utilities Commission’s Facebook page, https://www.facebook.com/pucguyana, email – [email protected] or telephone the Public Utilities Commission at +592 226 7042 for more information.

ELIGIBILITY

Who will be eligible for the number portability service?

Can a service provider under any circumstances, refuse to allow me to port my number?

Yes:

If your number has been barred or suspended from making outgoing calls for non-payment or any other reason, the port may be refused by your current operator. The operator you wish to move your service to may conduct usual credit checks and may require the payment of an appropriate deposit before providing service or, in some circumstances, may refuse to provide service to you, or

If you have an outstanding account balance and which exceeds the deposit (plus interest) you made to your current service provider, the request to port can be refused until your balance has been settled with the service provider.

What if I have a disputed issue/ balance that I am unable to resolve with my current provider? Can I still be eligible if I am actively trying to resolve the matter?

Provided that your number has not been barred or restricted from making outgoing calls prior to the validation of the porting approval request, you are eligible for porting. You will still remain liable to pay any outstanding balance due to your current provider.

What happens once the process is initiated? How long will it take?

Under normal circumstances a mobile port will be completed within one (1) working day (i.e. excluding Sundays and public holidays) of completing your request.

Under normal circumstances a fixed port will be completed within five (5) working days (i.e. excluding Sundays and public holidays) of completing your request.

I run a business, will switching mean being without telephone services until the porting process is complete?

Mobile Porting only – The only disruption to your mobile service will be when you receive a text asking you to insert the SIM card provided by your new provider. This process should take around thirty (30) seconds and once your new SIM card is inserted and your handset is powered back up, your mobile service and number will have been ported.

Fixed Porting only – The porting process should not result in any noticeable interruption of your service whether for business or individual customers. However, business customers porting multiple telephone lines should discuss the porting process with their proposed new service provider, who may formulate a tailored porting process to ensure that business is not interrupted or inconvenienced.

What will happen to my broadband or other non-voice services associated with my fixed number/ account, should I decide to port out my fixed/landline number?

The porting service only applies to the Fixed voice service. If you have broadband and other services with your current provider, these are not portable and if you intend to cancel these services then you will be required to separately contact your current provider to arrange the termination of these services and arrange for these services to be set-up with a new provider

Does porting have to happen at a particular time in the month? For instance does my billing period impact when porting can occur?

No. Porting may happen on any business day.

What if I want to cancel my request to port my number? How and when can I do that? Will there be any costs or penalties attached to cancelling?

Mobile Porting only – Your porting process can be cancelled with no charge before you send the validation SMS to the special porting number 07678, set out in step 5 of the porting process (above). Once that SMS has been sent however, the process cannot be aborted.

Fixed Porting only – Your porting process can be cancelled with no charge before you make the validation call to the special porting number +592 899 7678, set out in step 4 of the porting process (above). Once that call has been made however, the process cannot be aborted.

What documents will I need when applying to have my number ported?

Proof of identity, either a national identification card, passport or driver’s licence.

Post-paid (mobile and landline) customers only – A copy of a recent fixed telephone bill from your current service provider. The name on the recent landline or mobile bill must match the name on the corresponding photographic identity document used to authorise the porting request. In the case of business accounts, proof of authorisation to deal with the account by the person submitting the request must be given.

Pre-paid or Post-paid Mobile customers only – the working handset with the number to be ported

COST

Will I need to ‘purchase’ my number in order to keep it?

How much will switching providers cost me?

There is no charge for you to port your number. All porting charges are met by the network service providers.

Will there be ‘hidden’ costs/charges?

Not related to porting, however, note below that there may be contractual charges due as a result of ending your contract with your current service provider.

Will this mean additional fees/charges for local calls made between/across operator networks?

The charges applicable to your service after switching will be on the terms and conditions of your new provider, and you will now be on their network. As such, charges may be different from those of your previous service provider, including increased charges for making calls from your new network to numbers on your previous network.

Will I incur any penalty costs for leaving a provider?

You will receive a bill for your usage up to the time your number is ported to the new service provider, and your service terminated with your current service provider.
If you have not completed a minimum required term of the contract with your existing service provider, you may be required to pay the outstanding balance of monthly rentals due under the contract. You should investigate this carefully with your existing service provider before switching in order to avoid any surprises.

What about refundable installation/set up fees I would have paid to my initial provider? Will I lose them? Will I be able to transfer them? How soon would my initial provider be required to refund those moneys to me?

All contractual arrangements with your previous service provider are based on your service contract with that provider. You should investigate carefully the provisions regarding termination of service. Terminating a contract and porting your number should be treated no differently than termination without portability.

SERVICE ISSUES

What if I’m not happy with my new service provider? Can I switch back to my old one? Will there be penalty costs to switching multiple times?

Is my former service provider allowed to try to dissuade me after I’ve decided to switch?

No. Your old service provider is not allowed to contact you during the porting process to try and persuade you to stay with them. Your old service provider is prohibited from contacting you with the intention or effect of encouraging you to return to them for re-sign up for their mobile/ cellular or fixed/ landline telephone services for a period of sixty (60) days following the completion of the porting process. However, your old service provider can contact you to recover outstanding payments.

What about voicemail and other other services that I have currently? How will porting my number impact these services?

Mobile Porting only – Messages which have been sent to you, but not delivered, may be erased. You will lose your old voicemail, sms, mms and other services, and you will need to set these up again with your new operator.
Fixed porting only – You may lose your old voicemail including messages. The porting service only applies to the Fixed voice service. If you have broadband and other services with your current provider, these are not portable and if you intend to cancel these services then you will be required to separately contact your current provider to arrange the termination of these services and arrange for these services to be set-up with a new provider.

Who do I contact if I have a problem with porting?

If there is any problem with porting or for any other query during or after the porting process, you should contact your proposed new service provider, who will coordinate the complaints process (even though the problem may not have been caused by that provider).

DEVICE & NETWORK COMPATIBILITY

How do I know if my phone is compatible with your network?

What do you mean by “unlock” handset?

An unlocked phone is not tied to any specific carrier and can be used with any compatible SIM card. If your phone is locked, you need to contact your current service provider to unlock it before using our network.

Why does my phone need to be VoLTE-enabled?

Our 5G network primarily supports VoLTE for voice calls. If your phone does not support VoLTE, you may experience issues such as an inability to make or receive calls. However, data services may still work depending on your plan

How can I check if my phone supports 5G and VoLTE?

You can check your phone’s compatibility by:

Looking in Settings under Mobile Network for 5G and VoLTE options.
Checking your phone’s specifications on the manufacturer’s website.
Contact your device manufacturer or our support team for assistance.

Which devices support VoLTE?

VoLTE is supported by a wide range of brands including but not limited to Apple, Samsung, Google, Huawei, Motorola, OnePlus, Xiaomi, LG, Nokia, TCL, Sony and Tecno
Apple

APPLE IPHONE 16 PRO MAX
APPLE IPHONE 16 PRO
APPLE IPHONE 16 PLUS
APPLE IPHONE 16
APPLE IPHONE 15 PRO MAX
APPLE IPHONE 15 PRO
APPLE IPHONE 15 PLUS
APPLE IPHONE 15
APPLE IPHONE 14 PRO MAX
APPLE IPHONE 14 PRO
APPLE IPHONE 14 PLUS
APPLE IPHONE 14
APPLE IPHONE 13 PRO MAX
APPLE IPHONE 13 PRO
APPLE IPHONE 13 MINI
APPLE IPHONE 13
APPLE IPHONE 12 PRO MAX
APPLE IPHONE 12 PRO
APPLE IPHONE 12 MINI
APPLE IPHONE 12
APPLE IPHONE 11 PRO MAX
APPLE IPHONE 11 PRO
APPLE IPHONE 11 (Model: A2221 has both B3 and B28. Model: A2111 & A2223 are provisioned for USA, Canada, Puerto Rico, U.S. Virgin Islands & China, and Hong Kong. Hence, they only have B3)

Samsung

Google

Pixel 7
Pixel 7a
Pixel 7 Pro
Pixel 8
Pixel 8 pro

Huawei

Velvet 5G
K41S
K61
K22+

Motorola

Nokia

TCL

Xiaomi

Techno

Spark 20C
Spark 20
Spark 20 Pro

Sony

Sony Xperia 5 IV
Xperia 5 V
Sony Xperia 1 V

Others

Nothing Phone 2

What if VoLTE?

VoLTE or Voice over LTE is a technology that allows you to make and receive voice calls over a 4G LTE or 5G network instead of the traditional 2G or 3G mobile networks. It offers improved call quality, faster setup times and the ability to use data and voice services simultaneously.
To use VoLTE, the device and the mobile network must support the technology.

What are the benefits of Voice over LTE (VoLTE)?

Higher call quality – Provides HD voice calls with clearer sound.
Faster call setup – Reduces the time it takes to connect a call compared to 2G/3G Networks.
Simultaneous voice and data – Allow users to browse the internet or use apps while on a call.
Better network efficiency – Utilizes LTE infrastructure for improved performance

Does VoLTE work on both eSIM and physical SIM?

Yes! VoLTE is supported by both eSIMs and physical SIMs provided by ENet.

How will I know if I am on VoLTE service?

Android
A VoLTE icon will be displayed on your handset’s status bar
iPhone
For iOS devices, the signal bars will change to a solid white/black, depending on your default theme settings.

How do I activate and use the VoLTE service on a compatible handset?

Android:

Update your device to the latest software version.
Go to Settings
Tap Network & Internet (or Connections or SIM cards & Mobile networks)
Tap Call (or Cellular Networks, Mobile Networks or Mobile Data)
Tap Preferred Network Type (or Network Mode)
Select LTE and/or 5G and enable VoLTE / HD Voice / Enhanced Calling.
Select your ENet sim and turn on the toggle next to “Use VoLTE”.

iPhone(PSIM):

Go to Settings
Select Mobile Service /Mobile Data /Cellular > Data Options
If the device has multiple SIMs, select the ENet line
Select Voice & Data
Select LTE and turn VoLTE toggle on.

iPhone(PSIM):

Volte is toggled by default

Xiomi: (VoLTE not there)

Enter *#*#86583#*#* in the phone’s dialer.
After the last character is entered, a message will appear, which must end with ‘DISABLE’.
If the message says ‘ENABLE’, repeat the code.”

What happens if I use a non-VoLTE device on your network?

If your phone is not VoLTE-compatible, you may not be able to make or receive voice calls, as our network relies on VoLTE for voice services. However, your data services will remain unaffected, allowing you to continue browsing the internet and using apps without interruption.

Can I make calls to others who do not have the VoLTE feature from their provider, and can they call me?

Yes. You can make and receive calls to and from users who do not have VoLTE, as long as your device supports standard voice calls on our network.